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To Complaint Written on 4/2014. Dear Sir or ma'am I am totally unaware of any appointment involving a free-fire estimate. We checked our records thoroughly and found no such appointment . It may be that at the time you were dealing with Servpro of El Paso East . Please contact me directly for further clarification . I am sorry for your bad experience however it had nothing to do with Servpro of West El Paso . Please contact me directly for further clarification. Jimmy Gomez ..Operations Manager .. Servpro of West El Paso C 915.590.3434

My mother had a water leak from washer. Juan Ramirez and Josh checked water damage using their electronic devices. They moved furniture, clothing, carpets out of the way and started the blowers. Juan came by for 4 days to check the home. He explained the amount of water damage, the process of drying and how they communicate with the insurance co. Juan and Josh gave us excellent service and I would highly recommend them. Thanks, Diana P.

had surface mold issue on the ceiling above the shower of my rental. used yp to look for businesses that provides mold remediation. called one who charges $250 just to look at it, not to resolved. then found sevpro west. talk to jimmy gomez; very professional, explained, in detail their protocal regarding mold remediation matter. upon explaining my issue, he was able to fit me in the following day. he cleaned and applied mold inhibitor. he also educated my tenant in simple mold prevention for the future. he followed up upon completion and gave me all details. the complany accepts major credit card and was able to call the office and completed the transaction. tenant happy, i'm happy, thanks to servpro west. hope this will not happen again, but i know who to call. Mr. Rosa, east el paso.

ServePro promised me on Tuesday, April 8th that they would come to my home for a FREE estimate to have the salvageable items from my recently burned down family home cleaned. They promised both in writing and in an email which i have copy's of, that my estimate would be free of charge. Shortly after leaving my house on Wednesday April 10th, ServPro sends an email demanding over $400 for the inspection!! When I blatantly asked if there was a charge and was told TWICE that there was not! This is a horrible way to prey on a family in need. My home burned down and they would come lie and cheat me out of the very little money i have left! I would be happy to forward the emails i have where they told me i would receive it for free. How can a company do this?

I experienced a flood due to a breach of the intake hose to a commode. Because I did not think to see whether I was insured, when I called ServPro for water removal I was asked to put a $1500 deposit for service. One week later I found that my homeowners insurance did cover the flood damage.

Returning from a vacation to find 3" of water in your house IS a TRAUMATIC experience! This review is about how ServPro of West El Paso handled this and particularly how Operations Estimator AM dealt with me during the 3 week drying and demolition process.

Mold and mildew is a major concern particularly behind the drywall. Since I didn't know when the breach occurred, the following is speculation based on the FEMA document, "Dealing with Mold & Mildew in your Flood Damaged Home" and height of moisture ServPro detected by their moisture meter. FEMA estimates that drywall/insulation wicks up ca. 3"/day and ServPro estimated moisture height of 4' (48"). By this estimation the breach could have begun up to 16 days prior to my discovery of the flood. Plenty of time for mold and mildew to flourish and it did on bottom of bookcases/furniture/clothing exposed to the water, but remarkably little on ANY walls. FEMA says mold/mildew will develop within 24-48h following exposure and continue to grow if moisture source is not eliminated.

AM's crew set up (2) 10 amp dehumifiers, which were run 24/7 for some 20 days. Since I was residing in the 2nd floor I could inspect for incipient mold growth during the drying period. The (3) photos attached are from the master bedroom area after ServPro removed drywall from the low area of the first floor and was likely exposed to the flood for most time. Mold is not pronounced after exposure to moisture for up to 5 weeks.

So how did AM deal with me regarding the flood:



1. Suggested I have air quality survey for mold spores, have HVAC system cleaned of mold spores, hire a mold consultant to do a before and remediation mold survey.

2. Suggested that I NOT cash the first insurance check because that would mean I accepted his evaluation of the damage.

3. Cancel an appointment with a contractor to assess repairs. At this point no demolition had occurred.

4. Suggested that ServPro would return only $500 of my deposit since my policy had a $1000 deductible. This odd statement must pervade this franchise, since the Office Manager JG also tried this reasoning on me too. The $1500 was return 4 weeks later after a phone call asking why an email a week earlier inquiring about this matter had not been responded to. JG said that he had he had not seen the email and thought that my email might been blocked as SPAM. I sent the email to the address AM had on his card.

When ServPro did the demolition they started out wearing coveralls and dust masks, but by the time they cut into the master bedroom area they were sans ANY protective gear.

Conclusions, if you can keep your wits about you, you can save yourself unneeded demolition, which I let ServPro do to the tune of 7K, but as least I was able to resist AM's persistent "suggestion selling" of services which MY EYES and NOSE indicated no need for.